Contact Center Software Brochures

CRAFTING A SEAMLESS OMNICHANNEL EXPERIENCE

Customer expectations of personalization and the ability to choose their preferred form of communication while conversing with enterprises have dramatically increased over the years. Bright Pattern’s vision is to provide the experience customers now demand and create a seamless omnichannel experience.

MAKING SENSE OF SOCIAL

When someone is talking about social networks today, they invariably mean Facebook and Twitter. While they are the most prominent, there is actually much more to social networks than these two. For business, Facebook and Twitter are good for marketing and promotion, while other social networks make more sense for private communication with a customer.

REINVENTING CUSTOMER SERVICE

Social messengers represent a rich communication tool that is very familiar to most people. Many people have one, two, or even several social messengers on their smartphones and use them regularly to talk to their friends and close ones.

For Salesforce.com users, we offer a close, simple, integration with the force.com platform. It empowers your users to maintain a complete view of customer activity and to communicate with their customers the way that the customers choose to, such as phone or web chat

HIGH AVAILABILITY

Customers are first class citizens of any business. The communication with them is an opportunity for companies to put their best foot forward. Consequently, any issue during the communication may lead to customer dissatisfaction with the service, or even with the business as a whole.

Customers can now request live assistance from a contact center agent within the context of their mobile app, without having to begin a new call, go through the IVR, wait in a new queue, identify themselves, and explain why they are calling, which is typical of today’s contact centers.

Handling more than one interaction of various media types, including multiple simultaneous communications between a representative and a customer is a breeze with Bright Pattern. Blended interaction distribution takes into account multiple skills, contact history, escalations and priority, irrespective of channel. Based on back-end data, interactions can also be distributed personally or re-prioritized.

Bright Pattern™ Product Overview

Bright Pattern™ is the next generation, high-performance contact center solution in the cloud. It offers a fusion of voice, web, social media, and skills-based routing within a unified architecture and with convenient controls to provide efficient and effective customer service and support. Bright Pattern offers unique advantages for everyone who uses it or is served by it.

Inbound Contact Center Brochure

Meeting customer service goals requires a delicate balance of delivering exceptional customer satisfaction while controlling costs and maintaining efficiency. We built Bright Pattern™ to help you reach—and exceed—your goals. Bright Pattern and our Scenario Builder visual interface support the development of powerful inbound contact center applications to meet any need.

Outbound Contact Center Brochure

Your outbound calling campaigns need to be effective and efficient. Standalone or integrated with our other offerings, the Bright Pattern™ outbound voice solution can help you manage, automate, and organize your outbound dialing campaigns and resources. Use this powerful solution to reach more valuable prospects while you increase agent productivity and maintain consistently high contact quality.